Intranet Content Specialist in Miramar, FL at Royal Caribbean Cruises Ltd.

Date Posted: 10/4/2019

Job Snapshot

Job Description

Position Summary:

Design, develop, and deliver global contact center communications with a broad audience of all areas of Domestic Trade Support and Service, and our International Contact Centers located in United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.
Ensure all articles on Knowledge Desk are up-to-date, with a focus on readability and ease of use, for all markets i.e., United States, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA.
Foster positive relationships with content owners, market leads (Internationally and Domestic), and business owners for all global contact centers.  Attend meetings to stay informed of upcoming policy/product changes.  Act quickly, responsibly, and accurately during unforeseen events to communicate timely information to all global front line agents.

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Essential Duties and Responsibilities:
1. Design, develop, and deliver intranet webpages with information about products, procedures, and policies for all markets both Domestic and International for all global markets.
2. Design, develop, and deliver email communications to accompany webpages, with an audience of all global contact center employees.
3. Coordinate with other team members to ensure constant after-hours availability for emergency communications.
4. Work with cross functional departments and external vendors to understand new products, programs and policies that require development and updating of Knowledge Desk articles.
5. Stay informed as to relevant skill and qualifications levels required by staff for effective performance; circulate requirements and relevant information to the organization as appropriate
6. Develop communications under high-stress, high-accuracy, and low-latency conditions during incidents.
7. Foster positive relationships with content owners, market leads (both domestically and internationally), and business owners for all global contact center to ensure timely sharing of information.
8. Coordinate with team members to ensure update requests received are responded to in a timely manner.
9. Be proactive about taking on tasks that will improve content relevancy or user acceptance.
10. Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management

 

Job Requirements

QUALIFICATIONS:
 Bachelors Degree in an Information Technology or Business related field.
 

2-5 years experience with analyzing data and providing process improvement recommendations.

2-5 years experience with website design, development and maintenance 
 Experience in multi-language commination a plus
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KNOWLEDGE AND SKILLS:
 

Microsoft Office suite skills
 

Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy to understand documents

 Must either be able to build websites in HTML, or experience designing communications for global audiences

 Graphics design experience a plus

 Software specification interpretation skills

 Able to work effectively with all levels in the organization

 Must have the ability to work independently, manage multiple projects and perform comfortably in a deadline oriented work environment

 Must be able to adapt to shifting priorities and align activities to meet organizational goals

 Expert knowledge of all department policies and procedures within Royal Caribbean Cruises Ltd.
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Physical Demands:
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
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Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. Travel required up to 10%.
**************************************************************************************It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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